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How to send log files to the Desktop Central support team?

Description

When you face issues while working with Desktop Central, it is mandatory for our experts to refer to your logs to resolve the issues you are facing. To provide an appropriate solution for your issue, you must send us log files along with a description of the issue and screen shots, depending on the issue. You can follow this document and upload the required logs, if you are using Desktop Central build # 80293 or later versions. If you are using older versions of Desktop Central, migrate to the latest version.

You need to upload ServiceDesk Plus Server logs, if you are facing problems in using Desktop Central in integrated mode with ServiceDesk Plus.
<SDP Server Home>\server\default\log.

Note: You can also obtain the error log files from the Support tab by clicking on the Support File link in the ServiceDesk Plus Web console.

Desktop Central Windows Agent

From the computer, where you have installed the Desktop Central agent, perform the following operations:

Go to command prompt and navigate to the location, where Desktop Central Agent is installed.
For example: C:\Program Files <x86>\DesktopCentral_Agent\bin

Type, dcagenttrayicon.exe -logs and press enter

You can see that the Desktop Central logs will be extracted and archived in the DesktopCentral_Agent folder.
The file will be saved in .7z format, the file name will be 1_<system name>_ZOHOCORP.7z (Example: 1_win2000_ZOHOCORP.7z)
You can upload/send this log file to the Desktop Central support team.

Desktop Central Mac Agent

From the computer, where you have installed the Desktop Central agent, perform the following operations:

Go to the Terminal

As shown in the image above type, navigate to the folder where Desktop Central agent is installed
(Example- machine name: ~machine name cd /Library/DesktopCentral_Agent/logs/)

Type sudo ./collectlogs.sh

You can see that the Desktop Central logs will be extracted and archived in the DesktopCentral_Agent/ folder.
The file will be saved in .zip format, the file name will be 1_<computer name>_ZOHOCORP.zip (Example: 1_MYMAC_ZOHOCORP.zip)
You can upload/send this log file to the Desktop Central support team.

Desktop Central Linux Agent

From the computer, where you have installed the Linux agent, perform the following operations:

Go to the Terminal

Navigate to the location where Desktop Central agent logs are located by using this command:'cd < Desktop_Central_Agent >/logs'
( Default location- : '/usr/local/desktopcentralagent')

Type sudo ./CollectLogs.sh

You can see that the Desktop Central logs will be extracted and archived in the Desktop_central_agent/< computer_name >_DCAgent_Logs.zip folder.
The file will be saved in .zip format. You can upload/send this log file to the Desktop Central support team.

Remote Control / File Transfer from the Viewer Machine

Perform the following steps, on the computer, from which you are trying to initiate a remote control session or file transfer:

Go to the computer, from which you have tried to take a remote session or file transfer.

Login using the same users credentials, that you have used while trying to initiate the remote session or file transfer.

Locate the logs folder in this location : C:\Users\Administrator\DesktopCentral_Viewer

Compress this folder into a zip file

Your viewer logs are ready to be uploaded.

ME MDM App on Android Device

To upload the ME MDM Android App's logs to Desktop Central support, you will have to perform the following steps on the managed mobile device.

Touch the "mdmagentLog*.txt file to share file via Bluetooth, mail or other Apps.

Your Android agent logs are ready to be uploaded.

Sending it to Desktop Central support

Ensure that the log files are zipped and ready to be uploaded. You can use HTTP option to upload files whose size is less than 20 GB. To send log files using the HTTP mode, follow the steps given below: